[2021-01-17] School Liaison, Enrollment Experience
Description Company Summary : At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always reexamining the way people learn best, whether it’s a child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology—and each other to surpass these boundaries—we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small. Pearson’s Online & Blended Learning (“OBL”) K-12 group provides high-quality, highly accountable online education solutions to schools, school districts and students in grades K-12. It supports over 100,000 students in 43 public virtual schools and serves families and schools with a variety of digital learning and online school solutions including Connections Academy, Pearson Online Academy, and Pearson Connexus. Pearson OBL is based in Columbia, Maryland and has been named a “Top Workplace” by the Baltimore Sun for three consecutive years and a “Best Place to Work” by Baltimore magazine. Recognized for its outstanding curriculum, high-quality teachers and leadership, Pearson Online & Blended Learning is committed to expanding quality education through technology, and helping students achieve both academic and personal success. Position Summary : The School Liaison, Enrollment Experience is a relationship management professional with responsibility for ensuring the services provided by Enrollment and Customer Engagement teams meet and exceed client expectations. The primary responsibility of the School Liaison is to provide dedicated enrollment and placement support and expertise to an assigned region of virtual partner schools. The School Liaison will provide an exemplary customer service experience to our school clients by facilitating collaboration between Enrollment and Customer Engagement departments and school staff. The role is responsible for meeting with school staff, understanding their needs, and identifying ways to address those needs. The School Liaiso n will cultivate a positive relationship with school staff by advocating for client needs and collaborating with internal teams to continually improve the school and family enrollment experience. The School Liaison will serve as a leader within the Enrollment Experience department by identifying client needs that impact their assigned region of partner schools, creating a strategy to meet those needs, and coordinating a streamlined effort to positively impact partner school relationships. The School Liaison partners with a network of School Relationship Management teams who all strive together to maximize school client satisfaction by proactively implementing solutions that meet the operational needs of our partner schools. Responsibilities and Accountabilities : Foster strong relationships with school leaders and staff; understand client concerns and determine ways Enrollment and Customer Engagement teams can better address those needs. Drive school satisfaction by ensuring a deep understanding of clients' individual experiences to head off potential issues before they become problems. Partner with internal cross-functional teams to understand customer goals and metrics that drive conversion; meet customer goals throughout the enrollment season. Keep other client facing OBL teams informed of enrollment and placement risks highlighted by schools; work with internal teams to develop mitigation strategies. Drive conversion for assigned region of partner schools by creating a school-specific strategy for improving enrollment conversion for each client; collaborate with internal cross-functional teams on implementation. Identify opportunities to improve the efficiency of the enrollment process and coordinate with internal teams to deliver solutions. Prepare regular reports of enrollment pipeline data and conversion rates for each school. Share key findings and recommendations to improve conversion with internal stakeholders and school staff. Support escalated student-specific enrollment and placement situations as necessary. Collaborate on development of internal accountability processes that reduce escalations and improve the enrollment experience for families. Maintain detailed log of client accounts, including a record of issues and concerns, process changes, meeting notes, and communications. Collaborate with Student Retention team on returning student strategy, goals, campaigns, and timeline. Participate in Key Enrollment Dates meetings in coordination with Operations Specialists and School Relationship Management teams; develop school-specific key date recommendations and advocate for outcomes that create a positive enrollment experience for families and school clients. Facilitate meetings between school leaders and Enrollment System Implementation and Maintenance department stakeholders for annual enrollment system builds. Collaborate with School Services on count day strategies to maximize funding and meet regulatory requirements. Support charter renewal and new school application process as it relates to enrollment services. Serve as a resource and mentor for assigned region of partner schools; promote continuous learning among family-facing team members and acquisition of in-depth knowledge of school-specific features and processes. Other duties as assigned. Pearson Online & Blended Learning is focused on providing a flexible work environment to its employees, including the ability to work from home on a regular basis in most positions. We believe that flexibility in work/life balance is a critical part of our culture and employee satisfaction, and we are proud to provide to our employees the ability to work from anywhere, anytime. In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work at home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards and expectations. The following equipment will be provided to you by the company as a full-time employee: Laptop The following equipment will need to be provided by you, as the employee, when working from home: 2nd monitor (required) Mouse (required) Keyboard (required) Headset (optional) Qualifications Requirements: Bachelor’s Degree, or equivalent experience Previous customer relationship management experience strongly recommended Previous experience in a leadership role within Enrollment and Customer Engagement strongly recommended Previous school admissions/registration/records experience a plus Advanced knowledge of Connexus and/or PCx preferred Experience working across departments in a matrix organization Excellent interpersonal skills Highly Proficient in Microsoft Word and Excel Excellent written and oral communication skills Excellent presentation skills Excellent data analysis skills Excellent multitasking skills Highly organized Ability to work in a fast-paced environment and make quality, informed decisions Key Capabilities: Customer Centric – Acts with a strong customer mindset (both internal and external) and is a visible advocate for the customer. Builds strong relationships with customers and uses those to improve their experience and outcomes. Communications - A great communicator who engages teams and stakeholders with thoughtful delivery and messages that resonate. Building a strong team - Creates strong morale and inclusive spirit within team, proactively addresses team performance and communication challenges and blends new people into teams when needed. Works well in a matrix - Models collaboration, solves problems with peers, builds trust and support. Takes personal responsibility – Can be relied on to complete tasks timely and well, demonstrates “ownership” regardless of the outcome, proactive in exploring and exploiting new opportunities. The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $48K - $53k. This position is eligible to participate in an annual incentive program. Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/ Primary Location: US-RE-Remote Work Locations: US-Remote Remote Job: Sales Organization: North America Connections Employee Status: Regular Employee Job Type: Standard Shift: Day Job Job Posting: Jan 15, 2021 Job Unposting: Ongoing Schedule: Full-time Regular Req ID: 2012331 Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.